Question 1

Do I need the Supa app?

Accepted Answer

No. You can create or recover a Supa Pass from the web with your phone number. The SMS link opens a browser QR, and the claim page lets you add the pass to Apple Wallet or Google Wallet.

Question 2

Is it a new ticket every night?

Accepted Answer

No. The Supa Pass is reusable. Staff scan the same QR when you check items in and again at checkout, so your wardrobe identity follows you across staffed Supa wardrobe desks.

Question 3

What if I lose my link or created it on a computer?

Accepted Answer

Only the secure claim link expires — your Supa Pass stays reusable. Open the SMS link on your phone, or visit the Supa Pass page on your phone and recover a fresh link with the same phone number. The same reusable QR can then be saved to Wallet.

Question 4

What if SMS is hard to receive?

Accepted Answer

Your Supa Pass remains linked to your phone number. You can add an optional email fallback when requesting the pass so the secure claim link can be delivered there too, while staff still verify the phone-linked pass at the wardrobe desk.

Question 5

Can staff help if my phone is unavailable?

Accepted Answer

Yes. For phone-only walk-ins, staff can enter your phone number at check-in and Supa sends an SMS claim link for that visit. If your phone is lost or low on battery at checkout, staff can recover the phone-linked pass by number; for safety, checkout still depends on the matching pass scan or a staff phone-lookup confirmation recorded in the wardrobe desk.

Question 6

Can I add a photo for pickup?

Accepted Answer

Yes, it is optional. From your claim link you can upload a security photo that staff may use with your phone number if your phone is unavailable. Only add a photo you are comfortable showing wardrobe staff during retrieval.

Question 7

Do I need internet at checkout?

Accepted Answer

The browser pass needs a connection, but a saved Apple Wallet or Google Wallet pass can still be opened from the wallet. Staff still verify the matching pass or record an override before release.

Question 8

How do I open my pass from Wallet?

Accepted Answer

After saving the pass, open the Wallet app on your phone. On iPhone, double-click the side button; on other phones, search for Wallet or recover the pass from the web with the same phone number.

Question 9

How do paid wardrobes work?

Accepted Answer

Each venue controls its wardrobe price. A desk can charge a saved payment method, use staff Tap to Pay on a supported phone, record an external card terminal or cash payment, or waive it when the venue policy allows.

Question 10

Why save a payment method?

Accepted Answer

A saved card lets staff charge the venue wardrobe price during check-in, so paid wardrobes can stay scan-and-tap instead of adding a separate payment stop. You can remove the saved card from your pass.

Question 11

What happens to the physical tag?

Accepted Answer

The venue keeps using reusable tag numbers on the item. Supa links that tag to your pass, payment state, item notes, and checkout history.

Question 12

How do I report something missing?

Accepted Answer

Use the lost item report from the web. Venue staff can match the report against found wardrobe items, notify the guest, and mark the item returned or archived.

Question 13

Can I turn off venue messages?

Accepted Answer

You can turn optional venue updates and offers on or off from your Supa Pass. Required wardrobe service messages, such as pass delivery, closing reminders, and lost/found follow-up, may still be sent while they are needed for your active wardrobe service.

Question 14

What does a venue need to start?

Accepted Answer

A staffed device with a camera, reusable wardrobe tag numbers, a Supa place setup, and a short team onboarding session. The desk is designed around a quick one-minute scan-and-tap service flow for busy events.

Question 15

What does staff use during service?

Accepted Answer

The wardrobe desk supports QR scanning, phone fallback, reusable tag numbers, payment status, label reprints, checkout, lost/found, and operational summaries for active, unpaid, lost, returned, and revenue states.

Question 16

Can staff fix edge cases?

Accepted Answer

Yes. Staff can use explicit override paths for checkout, offline payment methods, waived payment, tag reprint, and lost/found resolution. Those actions stay attached to the item history.

Question 17

What is visible in analytics?

Accepted Answer

Supa reports active load, unpaid items, revenue, peak check-in and checkout hours, live capacity, staff activity, override use, and returning guest counts from wardrobe pass history. Queue prediction should only be enabled where the venue has configured enough historical data.

Question 18

How is the pass protected?

Accepted Answer

Claim links expire, public recovery responses do not expose pass IDs or claim tokens, and service-role access stays server-side. Guests should not share their QR, because it is used to identify their wardrobe pass.

Fast answers for guests and venue teams

For Guests

Fast answers for guests and venue teams

For Guests